Global Automotive Consumer Study: Advanced Technology Update & Customer Experience Insights for South Africa 2018 Page x
Global Automotive Consumer Study:Advanced Technology Update & Customer ExperienceInsights for South Africa2018Page x
Table of Contents
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Introduction 02Executive summary 03Consumer perspectives: Autonomous Vehicles (AVs) 04 Electrified Vehicles (EVs) 09 Vehicle Purchase 13 Experience in dealerships 18 Communication from Dealers and OEMs/Brands 31 Leaving the Dealer behind 35Forward-looking tools and scenarios 38Survey methodology and demographics 41Contacts 43
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
For nearly a decade, Deloitte has been exploring consumers’ evolvingautomotive expectations and the mobility ecosystem around the world
Deloitte’s Global AutomotiveConsumer Study has beenconducted since 2009,gathering data and opinionsfrom consumers in 17 countriesrepresenting both developedand emerging economies.
Our Future of Mobility effortbegan in September 2015 inresponse to major changesthat were starting to disruptand reshape the global autoindustry.
Key insights from our Global Automotive Consumer Study over the years2010 Overall value ranked as the primary factor when evaluating brands2011 “Cockpit technology” and the shopping experience led differentiators2012 Interest in hybrids driven by cost and convenience, while interest in connectivity centers on safety2014 Shared mobility emerges as an alternative to owning a vehicle2017 Interest in full autonomy grows, but consumers want a track record of safety
02
Executive SummaryExploring new automotive business models and changing consumer preferences
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Consumer behaviour is changing in the automotive industry. Driven by technology, consumers are not only changing their preferred way of travelling, but also their expectations of the future of mobility. For automotive companies, it is imperative to acknowledge these changes.
The key findings are: 1. Changing business models For automotive companies, technological change brings the need to confront oneself with the question "What does it mean to be an automotive company in the future?" It is vital for automotive companies to adapt their business models to new demands. We see disrupters making significant investments in the automotive industry. How do traditional players adapt to the changing business model?
2. Reshaping investment norms The drivers and determinants of corporate value have evolved: tangible assets no longer exclusively dictate a firm’s value. Leveraging technology and data analytics is key for companies to stay on the radar of investors. We describe 5 new roles that will exist in the future automotive industry: from hardware providers and fleet operators to operating system providers, data aggregators and mobility advisors.
3. Evaluating the big bets being made on hybrids, electric and autonomous vehiclesThe study's findings suggest that SA consumers may be warming to the concept of fully self-driving vehicles: 43 percent of SA consumers in this year’s study feel that autonomous cars will not be safe, which is down from last year’s 59 percent. It still leaves consumers in most markets doubting the safety of this technology. Safety, government regulation, brand trust, and cost are all major factors determining South Africa’s consumer acceptance of these new technologies.
4. Customer experienceOEMs and automotive dealers need to change the way to reach the South African consumer. An example is that across the majorauto markets consumers are interested in digitally completing all the admin behind a purchase, including pre-approvals, and prefer to only walk into a dealer for the test drive and customer experience, with a smooth handover to after-sales.
Dr Martyn DaviesAfrica Automotive LeaderDeloitte Africa
Adheesh OriRisk Advisory Leader: AutomotiveDeloitte Africa
03
How do consumers feel about Autonomous Vehicles (AVs)?
04
SA consumers are more positive about fully self-driving vehiclesSA consumers see benefits such as being able to focus on other activities while in a fully self-driving vehicle
71%
66%
63%
60%
68%
43%
59%
I am willing to use a vehicle that could drive itself,if price and/or safety were not an issue
Note: Percentage of respondents who strongly agreed or agreed have been added together
Travelling in a fully self-driving car will bea positive experience
Fully self-driving cars will not be safe 2018
2017
A fully self-driving car will free up my time so I canfocus on other activities
Consumer opinion on fully self-driving vehicles
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
05
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Pre/BoomersGen XGen Y/Z
All SA generations are accepting of self-driving vehiclesUnlike many markets covered in this year’s study, there is no age effect among consumers when it comes to the acceptance of AVs
Consumer opinion on fully self-driving vehicles
I am willing to use a vehicle that could drive itself, ifprice and/or safety were not an issue
A fully self-driving car will free up my time so I can focus on other activities
Travelling in a fully sel-driving car will be a positive experience
Fully self-driving cars will not be safe
71%
69%
72%
61%
63%
69%
59%
57%
62%
45%
42%
42%
06
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Established safety track record becoming more important for self-driving vehiclesMore than three-quarters of consumers would also feel better about AV technology if offered by a trusted brand
Note: Percentage of respondents who strongly agreed or agreed have been added together
2018
2017
Factors making consumers feel better about riding in a fully self-driving vehicle
78%
73%
76%
54%
49%
An established track record of self-driving carsbeing used on the streets safely
Government regulation / approval of self-driving cars
Vehicle is offered by a brand you trust
68%
07
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Consumers are still looking to traditional OEMs for AV technology55% of consumers would however, trust someone else to bring AV technology to market, signaling an opportunity for brand partnerships
49%
45%
34%
29%
19%
20%
2%
2%
Traditional car manufacturer
A new company that specialises in self-driving vehicles
Others
2018
2017
Existing technology company
Type of company consumers trust the most to bring fully self-driving technology to market
08
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
How do consumers feel about Electrified Vehicles (EVs)?
09
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
SA consumers still prefer vehicles with traditional enginesEvidence suggests consumers still intend to acquire a vehicle with a conventional powertrain – Hybrid Electric Vehicles (HEVs)/Battery-Powered Electric Vehicles (BEVs) still a long way off for consumers
Petrol/Diesel (Internal Combustion Engine (ICE))
All battery-powered electric (BEV)
Other
Hybrid electric (HEV)
Consumers expectations with respect to engine type in their next vehicle (2018)
85%
10%
3%
2%HybridGas & Diesel Other Alt
2017 Data
Note: ‘Other” category in 2018 data includes ethanol, CNG, and fuel cell
10
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Lack of charging stations are still a significant concern for Battery-Powered Electric Vehicles (BEVs)…50% of SA’s consumers are mostly concerned about the lack of charging stations and cost/price premiums with regards to BEVs becoming mainstream
Greatest concern regarding all battery-powered electric vehicles
31%
19%
17%
13%
10%
5%
4%
1%
Lack of electric vehicle charging infrastructure
Cost/price premium
Driving range
Time required to charge
Safety concerns with battery technology
An all battery electric powertrain is not offeredin the type of vehicle I want (e.g., SUV, truck)
The brand I prefer doesn’t offer electrified vehicles
Other
11
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
…however, BEVs lower operating cost still very attractive52% of the consumers would consider an electric vehicle for its lower operating costs
Reason to consider an all battery-powered electric vehicles
52%
29%
17%
6%
5%
1%
7%
Lower vehicle operating costs (e.g., fuel, service)
Lower emissions/environmental responsibility
Rebates/tax incentives
Social status/keeping up with latest technology
Others
I would not consider it for any reason
12
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
How do SA consumers researcha vehicle purchase?
13
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Most SA consumers start researching 3 months before a purchaseVehicle brands have relatively little time to identify, intercept and connect with consumers to influence a vehicle purchase decision
Duration of doing research before deciding to acquire current vehicle
28%
36%
20%
8%
4%
4%
Less than a month
Generation breakdown
1 month to less than 3 months
3 months to less than 6 months
6 months to less than 9 months
9 months to 12 months
I would not consider it for any morethan 12 months reason
36% 34% 23%
37% 35% 35%
14% 18% 23%
7% 7% 9%
2% 2% 6%
4% 4% 4%
Pre/Boomers
Gen X
Gen Y/Z
14
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
SA consumers are decisive when it comes to research61% of consumers spend less than 15 hours researching vehicles before they make a decision to buy
Time spent by consumers researching vehicles
28%
36%
20%
8%
4%
4%
Less than 4 hours
4 to less than 10 hours
10 to less than 15 hours
15 to less than 20 hours
20 to less than 25 hours
25 hours or longer
27% 19% 16%
27% 26% 23%
15% 17% 18%
8% 13% 11%
6% 5% 9%
18% 21% 23%
Pre/Boomers
Gen X
Gen Y/Z
Generation breakdown
15
Before Dealer Visit
After Dealer Visit
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Dealer visits/experience helps strengthen trust with the salespersonWord of mouth (family/friends) & OEM/Brand websites are relied upon both pre & post Dealer visits
Sources of information that were visited at least once or more pre and post dealer visit
Dea
ler
web
site
s(v
iew
inve
ntor
y,fin
d de
aler
hour
s/lo
catio
n)
Reta
il W
ebsi
tes
(e.g
., Au
totr
ader
,Ca
rs.c
o.za
,G
umtr
ee)
Safe
ty-r
elat
ed w
ebsi
tes
(e.g
., Co
nsum
er R
epor
ts,
gove
rnm
ent c
rash
test
ratin
gs)
Thir
d-pa
rty
web
site
s(e
.g.,E
dmun
ds, A
utoh
ome,
Wha
tCar
)
Oth
er(m
edia
rev
iew
s,m
agaz
ines
)
Fam
ily, f
rien
ds,
co-w
orke
rs
OEM
/Bra
ndw
ebsi
tes
Sale
speo
ple
atth
e de
aler
ship
Fina
ncia
l pro
vide
rtw
ebsi
tes
Soci
al m
edia
(e.g
., Fa
cebo
ok)
85%
76%
83%
71%
81%
72%79%
55% 58%53% 55%
52% 49%42%
49%
41%
63%
49%
78%
92%
16
Little/No Impact Some Impact Significant Impact N/A
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Social connections have the most impact on a purchase decisionMore than 40% of consumers rated family, friends, and co-workers as having a major impact on the purchase decision of their current vehicle
Family, friends, co-workers
OEM/Brand websites
Dealer websites (view inventory, find dealer hours/location)
Safety-related websites(e.g., Consumer Reports, government crash test ratings)
Retail Websites (e.g. Autotrader)
Other (media reviews, magazines)
Financial provider websites
Social media (e.g., Facebook)
Fully self-driving cars will not be safe
Third-party websites (pricing info only e.g. online magazines)
Impact of information sources on which vehicle bought
37% 10%42%20%
35% 39%23%
42% 36%20%
40% 33%24%
51% 28%17%
46% 27%24%
57% 21%18%
59% 21%15%
67% 14%15%
65% 14%16%
17
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Consumer Experience in dealerships
18
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
3%
76% of consumers visited their selling dealer more than onceAlso, one-third of consumers did not visit any other dealerships apart from the one where they acquired their current vehicle
Dealer where Iacquired my currentvehicle
Num
ber o
f vis
its
Num
ber o
f vis
its
Num
ber o
f vis
its
Other dealersthat sel my currentvehicle
Other dealers that sellother brands ofcomparable vehicles
0
1
2
3
4
5Or More
0
1
2
3
4
5Or More
0
1
2
3
4
5Or More
21%
32%
36% 32%
14%
18%
17%
8%
11%
19%
17%
16%
6%
6%
25%
10%
9%
19
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Customer experience is clearly not dead…77% of consumers rate customer experience as an important factor in choosing where to buy a vehicle
How important is customer experience in choosing which dealer to buy from?
46%
31%
16%
6%
1%
Very important
Important
Neutral
Not very important
Not at all important
20
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Upon first visiting a dealer, 50% of SA consumers bought a vehicle within less than two weeks 8% of consumers bought on the same day they entered their first dealership
Time to vehicle delivery
31%
8%
17%
25%
24%
18%
6%
2%
Same day
The next day to less than one week
1 week to less than two weeks
Two weeks to less than one month
One month to less than three months
Three months to six months
More than six months
21
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Usefulness of digital info key for younger customersTraditional information sources useful regardless of age group (mostly) but digital becomes much more important for Gen Y/Z
Conversation with a salesperson
Your own mobile device
A tablet device provided by the dealership
Printed brochures and specification sheets
Usefulness of information channels at a dealership (% somewhat/very useful)
90%
89%
83%
85%
86%
73%
75%
67%
49%
44%
35%
28%
Pre/BoomersGen XGen Y/Z
22
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Clearly, SA consumers are most concerned with the experience of a good dealQuick and efficient vehicle buying process and friendliness/experience with sales person are the most enjoyable aspects
The most enjoyable aspects of the dealer experience are…
Got a good deal/price (discount)
Quick/efficient process
Friendliness/experience with sales person
All my questions were answered
The test drive
Convenient location
I learned about extra features
Follow-up post-purchase
Technology that made the experience more efficient/easier
Did not have to negotiate
Technology that made the experience more fun (e.g.,..
Dealership amenities (e.g., kid’s play room,..
Other
61%29%
46%9%
45%17%
38%13%
35%12%
18%6%
17%4%
12%2%
10%2%
10%3%
5%3%3%
1%1%0%
Top 3 ChoicesTop Choice
23
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
58%
33%8%
31%11%
27%11%
26%11%
24%7%
20%7%
20%6%
18%4%
14%3%
13%4%
16%3%
25%
SA consumers do not want to wait, in order to drive off with theirnew carSA consumers place a great emphasis on overall purchase time and on the dealer having the right vehicle on hand
The most disliked aspects of the dealer experience are…
Top 3 ChoicesTop Choice
Too much paperwork
Overall purchase experience took too long
Lack of availability/stock
Pushy sales person
Location
Pricing issues/haggling
Poor dealer responsiveness to emails/texts/phone calls
Poor technology/digital tools
Poor demonstration of in-vehicle features/technology
Dealer did not have access to information I had
Poor showroom/dealership condition
Other
24
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
50%
33%
22%
19%
18%
12%
10%
17%
44%
33%
29%
58%
40%
50%
34%
48%
53%
30%
< 20 mins 21 - 45 mins > 45 mins
SA consumers will not wait for key processesSA consumers expect to wait the least amount of time for a test drive and to receive purchase/lease information from the dealer
Wait to test drive vehicle (before purchasing or leasing)
Get information from dealership on vehicles to purchaseor lease
Vehicle delivery
Process financing after purchasing or leasing
Process paperwork and registration associated withpurchase and final sale
Perform simple service (e.g. oil change, tire rotation)
Longest amount of time for specific sales processes
25
Note: Percentage of respondents who strongly agreed or agreed have been added together
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Majority of people need physical interaction before buying More than 8 out of 10 consumers still feel the need to see and test drive the vehicle before they buy it
How do people feel about their experiences at a dealership?
87%
85%
79%
77%
69%
51%
35%
32%
28%
27%
I need to see the vehicle before I buy it (e.g., color)
I have to test drive the vehicle to make sure it’s right for me
I like to interact with real people
I want to negotiate in person to get the best deal
I want to build a relationship with the dealer for service
I would pay to have a dealer pick up my vehicle forservice and drop off a loaner
I would prefer to design, build, and negotiate price witha dealer over the Internet to purchase my next vehicle...,
I would prefer to purchase a vehicle without negotiatingwith a salesperson
I spend more time at the dealer because of theamenities it offers
I would prefer not to have to go to the dealer for anything
26
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Not at all important/Not very important Neutral Important
Minimal paperwork is the most important aspectInteracting with a real person and pre-approved financing before vehicle shopping are also vital aspects for consumers
Minimal paperwork
Interacting with a real person to ask questions
Getting pre-approved for financing before shopping
Innovative technology to make the purchase processmore efficient
Getting pricing information and/or locking-in a vehicle priceonline prior to purchase
Ride-and-drive events where you can test drive severalvehicles at one time
Building rapport with the dealer
Innovative technology to make the purchase moreengaging/fun (e.g., virtual reality)
Extended duration test drives (e.g., 24 hours or more)
Access to product specialists (e.g., Apple “genius” concept)
Minimal contact with the dealer
Consumer opinions on important aspects of a vehicle buying process
83%
82%
79%
79%
78%
72%
64%
60%
59%
51%
34%
4%
4%
8%
5%
8%
10%
9%
15%
16%
15%
30%
13%
14%
13%
16%
14%
18%
27%
25%
25%
34%
36%
27
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Not at all/Not very important Neutral Somewhat/Very important
Service experience/after-sales hinges on customer time and convenienceMore than 8 in 10 consumers consider rapid check-in/check-out, ongoing support and real-time update as the most important aspects
Rapid check-in/check-out for service
Ongoing support between service occasions
Real-time updates during service
Access to courtesy vehicles during service
Concierge service to pick up / drop off vehicle fromhome/office for service
Amenities/experiences (e.g., kid’s play room,restaurant/coffee shop)
Consumer opinions on important aspects of a vehicle service process
3%
5%
6%
6%
8%
27%
85%
81%
81%
80%
77%
45%
12%
14%
13%
14%
15%
28%
28
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Below Expectations Met Expectations Above Expectations N/A
Majority of digital journey is merely meeting expectationsPercentage of digital touchpoints that are below expectations is relatively low, but no one is really hitting a homerun either
Evaluation of digital shopping and buying touchpoints
Manufacturer/brand website (e.g., research models, view photos/videos)
Vehicle configurator/build-and-price tool
Vehicle comparison tool
Dealer websites (e.g., search inventory, book a test drive)
Dealer communications (email/text/chat)
Third-party true market pricing tools
Online financing/credit application
Trade-in value estimator
Manufacturer communication (e.g., chat, email, social media, etc.)
In-dealer tools (kiosks, tablets)
Enrollment process for subscription-based connected services (e.g.
5%
7%
9%
11%
13%
13%
13%
21%
16%
20%
11%
12%
17%
14%
15%
10%
29%
27%
25%
24%
35%
44%
18%
16%
17%
17%
23%
11%
15%
10%
17%
10%
11%
65%
60%
60%
57%
54%
47%
45%
44%
43%
35%
34%
29
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Below Expectations Met Expectations Above Expectations N/A
And it’s the same story with digital servicing touchpointsServices such as in-vehicle connected services and over-the-air automatic software updates are not available to most consumers
Evaluation of digital servicing touchpoints
93% 30%13%48%
12% 30%15%43%
11% 40%9%40%
13% 36%12%39%
11% 39%14%36%
133% 47%9%31%
12% 51%8%29%
Online owner’s manual
In-vehicle prompts and tutorials
Online owner portal
Online service booking tool
Vehicle health and maintenance app
Over-the-air automatic vehicle software updates
In-vehicle connected service (e.g., OnStar)
30
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Communication from Dealers and OEMs/Brands
31
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
21%64%
33%16%
23%9%
11%4%
6%3%
3%1%
3%3%
Both OEMs and dealers could be missing a big opportunity64% of consumers say they have never been contacted by the OEM and 54% have only had a dealer contact once or twice
Manufacturer Touchpoints Dealer TouchpointsNumber of times
Never
Once or twice
3-5 times
6-10 times
11-20 times
More than 20 times
Don’t Know
32
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
43%
39%
34%
35%
56%
57%
33%
31%
6%
48%
39%
37%
37%
32%
28%
24%
19%
4%
Reason for contact varies between OEMs and dealersCommunication is duplicated across OEM & Dealer; and consumers are pitched multiple products (Does the dealer and/or OEM know what the consumer wants?)
Manufacturer touchpoints related to: Dealer touchpoints related to:
New product information
Warranty and recall notifications
Brand/lifestyle information
Regular newsletters
Service reminders
New/used vehicle offers/deals
Ride and drive events
End-of-lease notification
Other
33
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
…leading to consumers preferring communication from dealers54% of consumers prefer communication from dealers rather than the manufacturers
From whom would the consumer prefer hearing in future?
Dealer
Manufacturer
Neither
54%
13%
33%
34
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Are consumers ready to leave the dealer behind?
35
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
84% 16%
66% 34%
61% 39%
51% 49%
38% 62%
Negotiate price
Finance and insuranceprocess & finalize
purchase
Vehicle tutorial
Credit application
Learn aboutdifferent models,
packages & features
SA consumers still expect price negotiation to be done at the dealer with a personMajority of consumers would prefer to complete the F&I process at the physical dealership, while being pre-approved
Complete at the dealership Online/virtual Environment
36
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Consumers quite interested in buying directly from the OEM…More than one-third of consumers are very interested in acquiring their next vehicle directly from the manufacturer via an online process
How interested are consumers in by-passing the dealer?
Very interested
Somewhat interested
Neutral
Not very interested
Not at all interested
34%
39%
16%
7%4%
337
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Testing some forward-looking tools and scenarios
38
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Not at all interested/Not very interested
Neutral
Somewhat interested/Very interested
Consumers want a hassle free service experienceMore than 7 in 10 consumers are interested in technology that makes the service experience easier
Consumer opinions on futuristic scenarios
An app that uses in-vehicle data and manufacturer
Ability for my vehicle to self-diagnose issues andbook a service appointment
information to explain to you what is going to be completedduring an upcoming service appointment, how long it will
likely take, and approximately what it will cost
An app on your smartphone that allows you to remotelymanage vehicle functions, provides vehicle health metrics
Ability to use augmented/virtual reality technology toexplore a variety of new vehicles and simulate the driving
experience in the dealer showroom
Ability to complete a vehicle purchase online so you never have to step foot in a dealership
7% 14% 79%
8% 15% 77%
11% 18% 71%
17% 21% 62%
32% 26% 42%
39
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Not at all interested/not very interested Neutral Interested
SA consumers are most interested in maintenance & vehicle updatesSA consumers are interested in benefits that help them predict future costs, and through a more ‘connected’ vehicle save them time
Rapid check-in/check-out for service
Ongoing support between service occasions
Real-time updates during service
Access to courtesy vehicles during service
Concierge service to pick up / drop off vehicle fromhome/office for service
Amenities/experiences (e.g., kid’s play room,restaurant/coffee shop)
Consumer opinions on benefits of connected vehicles
3% 11% 86%
4% 11% 85%
6% 12% 82%
5% 137% 82%
6% 17% 77%
10% 16% 74%
9% 18% 73%
11% 23% 66%
10% 25% 65%
19% 26% 55%
40
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Survey methodology and demographics
41
The study is fielded using an online panel methodology where consumers of driving age are invited to complete the questionnaire (translated into local languages) via email. It was fielded in 17 countries and designed to be nationally representative of the overall population in each country.
Belgium (n=1,275)
India(n=1,760)
China(n=1,759)
Brazil(n=1,256)
South Africa(n=1,253)
Canada(n=1,261)
Italy(n=1,260)
France (n=1,258)
Mexico(n=1,269)
Thailand(n=515)
Indonesia(n=503)
Malaysia(n=505)
Southeast Asia (n=1,523)
Japan(n=1,762)
Rep. of Korea (n=1,763)
United Kingdom (n=1,261)
Germany(n=1,759)
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Sample Size and Key Demographics usedCountry Sample SizeSouth Africa 1 253
Generation Gender Location
Pre/Boomers 20% Male 50% Urban 42%Gen X 18% Female 50% Suburban/Rural 58%Gen Y/Z 62%
42
Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
Dr Martyn DaviesAfrica Automotive LeaderDeloitte [email protected]
Mike VincentConsulting Leader: AutomotiveDeloitte [email protected]
Adheesh OriRisk Advisory Leader: AutomotiveDeloitte [email protected]
Jan-Hendri TrompSenior Chief of Staff: AutomotiveDeloitte [email protected]
Page x
Contacts
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Global Automotive Consumer Study | Advanced Technology Update & Customer Experience | Insights for South Africa
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